It is Friday afternoon in Zurich, Switzerland, and Heidi, a local account manager for Zing computers (pseudonym), a worldwide producer of computers, gets a phone call from the Swiss stock exchange. They ask for delivery of a RT2000-server within 48 hours to Zurich, since they need to replace an existing server that got damaged in a fire to recommence trading on Monday morning. Heidi now faces the problem that the traditional order entry/fulfillment system will not be able to accommodate this request, since the truckers in the European Union (EU) are on strike and the major assembly plant for Europe is in Rotterdam. The only other tools available to her are communication support systems like e-mail, telephone or fax, which give her all the flexibility she needs. However, that also puts the burden of contextual sense-making (i.e., understanding the context of the task) on whoever gets her messages/faxes/phone calls.
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